The Four Pillars of Team Success
Setting Up A Team of Heroes
Position Your Business
As a business owner, you must make your team the hero when it comes to your customers. After all, they are the face of your business. And, they’re the ones that will make or break the experience your customer has with your brand.
We’ll focus on how to engage and train your team so they can, in turn, educate and offer your business’s solution in a way that’s effective, compelling, and keeps your customers coming back.
Your team members are your brand ambassadors. They are the ones that are face-to-face with your customers day in and day out. Frankly, they will deliver either success or failure to your business. And, if they aren’t clear on what the business offers, why customers should choose you, and aren’t on board with the way you play the game of business, they’re unknowingly playing the villain.
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What We Do
Retail and service businesses are challenged like never before. An independent business needs to be communicating the value they provide, not just what they sell. Their team, as the front-line engagement with customers, needs to be clear on the value they bring and how to deliver a customer experience that’s consistent with the value of the business.
The challenge is most team members have been taught the tasks of their role, and not the impact of how they do their tasks and what experience is being created.
Everyone wants to feel they are winning in their role, and businesses want to build trusted relationships with their customers.
The unifying key is for team members to have a different framework to be able to view their company and interactions from the customers’ perspective and know how to engage with customers to deliver value and build relationships – turning teams into heroes and customers into raving fans.
Who We Are
Patti Mara has worked with hundreds of companies to reposition them for success and dramatically increase their customer loyalty, team engagement and profitability.
Patti is the principal trainer and the author of the best selling book “UpSolutions – Turning Your Team into Heroes and Customers into Raving Fans“.
The results are a clear market message, a highly motivated team, and repeat customers. Team members become brand ambassadors for the company and heroes to customers.
As a coach for Dan Sullivan’s Strategic Coach® Program, she has also worked with hundreds of entrepreneurs to dramatically increase their sales, positioning, and company growth. She is a frequent podcast guest on shows such as Unstoppable CEO, Starting Advantage, and Science of CX.
What People Say
"Patti was my business coach for 13+ years. I had been a multiple Pharmacy owner for about 15 years prior to that. I felt like I ran a pretty good organization. After working with Patti a few years, I realized how important it was to have a qualified business coach on the outside of my model looking at it with different lenses…"
“…What she brought to the table was a game changer not only for my business but for me personally. The way to run a business is completely different than what I thought. Putting structure in place in every aspect of my business was crucial and carried us to a different level…”
“…I have new team members come on board (even recently) and they are astonished at the level of organization we have in place! They love the culture we have established and talk about what a wonderful place to work that is so rewarding to me personally! We got away from Patti for a couple of years and during a leadership meeting we were having, a team member pointed out that it appeared I had lost a little edge after no longer having my monthly calls with Patti...”
“…It was an eye-opener. I immediately reached out to Patti, re-engaged with her, and got my team involved in the 12-week UpSolutions program. We saw immediate results and now continue to have regular meetings with Patti. We sometimes think we have it "going on” and I was guilty! Patti brings a whole new level of thinking and performance to the table, and I will be forever grateful...and so will my team!"
“Thank you for all your energy and effort you brought to our team training. I’ve had team members tell me they’ve been up late at night thinking of different ideas to make us better!”
“Patti Mara is the real thing. She has had an awesome influence on our business over the years and all of that prep has helped us through the last six months and has propelled us to have the most work on our books than ever before.”
“I heard Patti speak at a conference and I thought it was a great idea looking at our pharmacy from our customers’ experience. My team really enjoyed the training and it shifted all of us to a new way of looking at our customers and working together.”
“An amazing, insightful and experience trainer. Patti deploys professionalism in all that she does. She CAN see the forest for the trees and has the innage ability to think outside the box to recommend winning solutions for businesses.”
“Patti has a way of pulling the most deep-seated and useful aspects of your company out, and then teaches you how to use those aspects to breathe new life into your business. She’s the “Tony Robbins” of outstanding business growth and success.”
“Working with Patti changed my whole world! Once I learned how to run a business instead of it running me, I had the freedom to come and go. I couldn’t have taken even a few days off before. We’ve created a proactive instead of reactive business model, which allows us to take better care of our patients – not just providing them with a product but taking care of their needs. My staff bought into the shift, and that allowed them the freedom to have a greater impact. They’re actually providing care for the patient. And they get that it’s not just the pharmacist, they have an impact as well. They see it, they see it in a patient. Obviously it’s working because of the growth we’ve experienced. People like to get service, and feel taken care of, so that’s why we grow.”
“Patti Mara has the unique ability to cut through chaos and land right on the defining elements of a successful team effort. If you’ve never experienced her “Up-Solutions Team Success” Training, you’re in for an eye-opening treat! She recently led our Team through a 12-week program, complete with on-line training, virtual meetups and timely testing. After the Training our Team members understand; they’re the Experts, they’re the Heroes, and they’re the reason our customers keep returning. This combined with position agreements and better Team communication has made for a more productive and engaged group. Worth every penny!!!”
Len Hume and Annette Marchionda
Interested in learning more?
Complete the contact us form to set up a strategy call to discuss how the UpSolutions Team Success Program would benefit your pharmacy.